Social Media tutorials , infographics and blog from Andrew Macarthy, author of Amazon Bestseller, 500 Social Media Marketing Tips.
Do you want to improve the performance of your tweets on Twitter?
Whether your focus is on tweet copy, images, or video, in this blog post I will share 15 simple Twitter-backed tips to fine-tune your output.
Read More3 New Twitter Customer Service Features Your Business Needs to Enable
While Facebook has taken big strides in pushing Messenger as a customer service tool on social media, Twitter has always been a much more renowned destination for customers who want to vent in public. Now, it's stepping up the game by introducing three new tools to help business' handle customer service queries more smoothly:
"These features are designed to help businesses create rich, responsive, full-service experiences that directly advance the work of customer service teams and open up new possibilities for how people engage with businesses on Twitter." - Twitter blog.
In the blog post, I'll run you through everything you need to know to beef up your customer service game on Twitter. To setup these new features, you need to enable them from the Customer Support menu of your Twitter Dashboard - link here.
When you check this box, the phrase "Provides support" will appear next to your Twitter name in search and compose suggestions. A message button will also be added to your profile. This option is particularly useful if your brand has multiple accounts - one for marketing and another specifically for support, for example - as a way to direct customers where to get help quickest.
In the past, brands would typically include their available hours of support within their main bio text. Now, you can let people know the best time to tweet or DM you with a dedicated line at the top of your profile.
Tap the "Support hours" button in Settings and enter the hours and days that best suit your business. Don't forget to select your timezone from the drop-down box!
When you add a welcome message, it will appear automatically when people select to DM you from your profile. A welcome message can be used as a quick way to greet customers and let them know how you can help.
Note: In the Tesco example, you'll see that they ask people to select a reason for getting in touch or to enter a specific command - these are Quick Replies. Choosing an option or entering a command will prompt another automatic message to appear, usually asking for more information so that when a customer service representative is ready to handle the query, they have as much useful information to hand as possible. Quick Replies are currently only available to a select group of brands and developers.
What do you think of Twitter's new customer service tools? Will you be adding them to your profile? Let me know in the comments below!
3 New Twitter Customer Service Features Your Business Needs to Enable
3 New Twitter Customer Service Features Your Business Needs to Enable
Big news! You can now opt-in to receive Direct Messages (DMs) on Twitter from anyone, whether you follow them or not. In the past, Twitter users could only send a DM to someone if they followed them first, and both would need to follow each other for a two-way chat to occur.
By opting in to receive DMs from anyone, you make it easier for customers to initiate a private conversation with you - great for customer service issues that demand it, and stopping some negative interactions from being broadcast in the public Twitter feed., where everyone can see them.
Read MorePinned tweets (the ability to "sticky" one of your tweets to the top of your Twitter feed for an indefinite period) was introduced earlier this year "so [that] it’s easy for your followers to see what you’re all about."
While this is true, I'd argue that pinned tweets are even more powerful as a way to grab the attention of non-followers; anybody who happens upon your Twitter feed, and who you have the opportunity to influence with a non-moving "banner," guaranteed to be the first thing they see. Big businesses utilise pinned tweets in all manner of ways and for many different purposes, so let's take a look at some real life examples to help inspire your own activity:
Read MoreIn late October, 2013, Twitter rolled out an update to its desktop site and mobile apps that changes how images (specifically those that are uploaded to the site directly) and Vine videos are displayed to users in their feeds. Let's take a look at the changes in detail and how you can use them for marketing purposes.
Read MoreHi there, and welcome to my website. I'm Andrew Macarthy, a social media consultant and author of the #1 Amazon Web Marketing Bestseller, 500 Social Media Marketing TIps. hope you enjoy my blog. If so, please do get in touch to hire me to help you with for your social media marketing needs.
